In an effort to have our analysts use the Resolved action rather than Close, we decided to remove the Close action for their Service Departments. When doing so, the Log As New option disappears. We then added the action back, but set it to not show up in the pop up, only in the Other actions. This still does not allow the Log As New to work. We understand the way the Log As New works, that the original ticket will be closed as part of the process, but why does the Close action have to actually be on the pop-up menu for Log As New to work? The Service Department has access to the Close action, just not on the pop up menu.
